Senior Customer Success Operations Analyst

At Sonder, we help organisations improve the health, safety and wellbeing of their people, empowering them to be at their best. Our mobile app provides immediate, 24/7 support to our members from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives our customers the insights they need to act on tomorrow’s wellbeing challenges today.
Founded in 2017, Sonder has rapidly expanded with operations in Australia, New Zealand, and the UK. After a highly successful Series B capital raise in August 2022, we are scaling globally to make a positive impact on our customers and their people. Our approach is both technology-driven and human centred aiming to transform workplace wellbeing with accessible, preventive care.

• 900,000+ eligible members across multiple countries
• 200 + team members, as well as an on-the-ground responder network 
• Partnerships with major corporations, education providers, and government agencies 

Join Sonder’s mission to deliver timely and effective global support, and contribute to empowering people to be at their best.

About the role

As the Senior Customer Success Operations Analyst, you will be responsible for enabling the Customer Success function to thrive by providing valuable analysis and insights that will help drive decisions within the function.
You'll optimise and refine processes to ensure exceptional value delivery to our customers, while managing the systems, processes and administrative tasks that enhance the team's efficiency and effectiveness.
Your insights will be instrumental in driving strategic decisions and  continuous improvement within our Customer Success team.

What you’ll be doing

• Develop and improve scalable, automated playbooks and workflows for the CS team.
• Analyse and provide insights into Customer Success metrics.
• Set up and continuously improve CS processes.
• Manage data accuracy in CS tools and forecast team capacity needs.
• Conduct customer segmentation and revenue analysis.
• Build dashboards for tracking KPIs and performance.
• Managing and optimise CS systems, workflows, integrations that help drive and optimise CS processes 
• Develop and facilitate enablement sessions to the CS team for any changes/new product development

Who are we looking for?

The ideal candidate has a growth mindset and is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Sonder values and love working in a fast-paced, dynamic workplace.

What you bring to the team;

• 4+ years in a similar role within a SaaS environment.
• Expertise with data visualization tools like Tableau.
• Highly analytical and problem-solver
• Strong experience in process mapping and optimization.
• Ability to present to both technical and non-technical audiences.
• Solid understanding of CS operations and customer lifecycle.
• Strong excel and financial modelling skills
• Can translate data insights into actionable strategies for capacity planning and scaling the CS function
• Comfortable with ambiguity
• Customer-centric with a commercial mindset.
• Proficiency with data analytics tools and CRM software (e.g., Hubspot, Planhat)
• Proven experience within a changing environment in a growing business

Why join Sonder?

At Sonder, we thrive in a fast-paced, high-performance environment with a strong commitment to our people. Our team is a collaborative, vibrant group of passionate professionals, dedicated to making a real impact on people’s lives every day.

• Hybrid and flexible working environment. Enjoy the perfect balance of in-office collaboration and work from home flexibility, empowering you to optimise your productivity and work-life balance.
• Gain free access to the Sonder app for you and your family, offering 24/7 on-demand support for health, wellbeing, and safety.
• $1000 annual contribution as part of your development plan + 2 days of study leave
• Paid parental leave with an attractive return to work policy, 12 weeks for Primary Carers and 4 weeks for Secondary Carers, plus our Primary Carers return to work at 80% for the first 3 months at full pay.
• Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success. 
• Salary packaging novated leasing.
• ​​Access $250 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
• Free coffee on Tuesdays and catered lunch on Thursdays.
• Team social fund to connect with your team, plus monthly company wide social events. 
• Dog-friendly office. 
• Volunteer leave. 2 days per year to participate in meaningful causes and contribute back to the community.

Check out our life page for more info - https://www.linkedin.com/company/sondersafe/life/

Sonder is committed to creating an inclusive and diverse workplace for everyone. We offer equal opportunities to all, regardless of race, gender, age, disability, political beliefs, sexual orientation, or any protected status. All qualified applicants are encouraged to apply and join us in fostering a respectful and empowering environment.

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC 

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